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Armenia

public service dashboard (AM0045)

Overview

At-a-Glance

Action Plan: Armenia Action Plan 2018-2020

Action Plan Cycle: 2018

Status: Active

Institutions

Lead Institution: Prime Minister Office

Support Institution(s): The bodies of State Administration of the Republic of Armenia UNDP Armenia, IT companies and CSOs

Policy Areas

E-Government, Public Participation, Public Service Delivery

IRM Review

IRM Report: Pending IRM Review

Starred: Pending IRM Review

Early Results: Pending IRM Review

Design i

Verifiable: Pending IRM Review

Relevant to OGP Values: Not Relevant

Potential Impact: Pending IRM Review

Implementation i

Completion: Pending IRM Review

Description

11.Dashboard: Citizen feedback on public services
Commitment Start and End Date Start date of the commitment: January 2019
End date of the commitment: August 2020
Lead implementing agency Prime Minister Office
Person responsible from lead implementing agency Sargis Khandanyan
Title, Department Deputy Chief of Prime Minister Staff
e-mail: sargis.khandanyan@gov.am Phone (+37410) 51-57-06
Other actors involved Other state actors involved The bodies of State Administration of the Republic of Armenia
Civil society, private sector UNDP Armenia, IT companies and CSOs
Issues subject to regulation Public services are rarely designed in citizen insights in mind. Citizens are neither entitled to provide conceptual feedback on the quality of the services nor suggest improvements. Feedback windows in government websites do not serve the purpose of collecting user perspective on such services. Moreover, there is no channel for processing the feedback and informing decision-makers to develop policies based on the accumulated knowledge and information.
Allow citizens to evaluate their public services with the help of simplified feedback, as well as make suggestions about them, which will contribute to more effective participation and improvement of the quality of public services. Evaluation is carried out both by quantitative and qualitative criteria (how long does it last and how satisfy is the citizen)?
It is important to secure every user’s active participation in different phases of service development and assessment for improving service quality. The crowd sourcing of users’ opinions does not only foster improved public participation but also in short time allows the executive to improve public services based on the constant feedback loop results.
Accountable and participatory public administration, as the key factor for democratic governance and economic development, does not only correspond to the principles of the Sustainable Development Goals of the UN, but also to the principles of the European Neighborhood (EN) policy.
It is of vital importance to secure citizen’s participation in public administration, particularly in public service development and delivery to ensure accountability. SIGMA in cooperation with EN has defined in details each of the key sectors of public administration in “Public Governance Principles: a framework for ENP countries” document.
This document puts emphasis on the direct participation of the citizens in public services evaluation and feedback provision and will be the key guideline to evaluate RA public services in the upcoming years.

Main objective Commitment has two aspects: firstly, the citizen receives an accessible direct democracy tool to evaluate public services; secondly, the executive gets a complete picture of citizens’ rating and raised issues through visualized data, which allows to be more informed and make evidence-based decisions.
The executive gets responsibility for responding and providing appropriate solutions to the raised issues and public opinion related with public services.
The list and the volume of the services to be rated will be clarified through research that will be developed in the initial phase of the commitment.
Brief Description of Commitment Launch an public services online feedback platform which will allow to collect, sort and analyze citizens' assessments and recommendations.
Develop a human-oriented and user-friendly interface which will encourage citizens to participate in the design and evaluation of public services. Combine quantitative and qualitative feedback channels. Integrating / creating a tool for collecting, sorting and analyzing citizens' assessments on one of the current online platforms.

Increasing the public trust, promoting public participation
OGP challenge addressed by the commitment Participation, accountability, promotion of innovation
Relevance to OGP values The commitment allows creating a direct communication platform for the first time to collect the citizens’ perceptions and ratings of public services, to elaborate and to use those in the evidence-based policy-making planning.
Ambition
Promotes efforts for implementation of SDG Goals or Targets 16.6.2: Proportion of the population satisfied with their last experience of public services
16.7:Ensure responsive, inclusive, participatory and representative decision-making at all levels

Verifiable and measurable criteria for performance of commitment
Start Date
End Date
1.Study of the international examples of public administration with focus on public participatory, co-creative and citizen-centered cases 2019թ.
January 2019
June
2. A set of high-level suggestions on public services provision quality assurance methodology based on the ratings collected from citizens (including, responsible bodies, frequency, monitoring frequency, results-based executive system).
Ensure transparency and tracking of the citizen’s application process. Provide an application response management mechanism for all service providers.
2019
July 2020
March
3. Creation of the collection model for requests, complaints and ratings, which can co-exist with other existing solutions (e-gov.am, Igov) 2020
January 2020
August

4. Launch of the mechanism, with the participation of the public and through public raising awareness campaign 2020
January 2020
August


Armenia's Commitments

  1. Open data in official declarations

    AM0035, 2018, Asset Disclosure

  2. Government grant transparency

    AM0036, 2018, Fiscal Transparency

  3. Beneficial ownership register

    AM0037, 2018, Anti-Corruption Institutions

  4. Modernization of community website

    AM0038, 2018, E-Government

  5. State water Cadastre

    AM0039, 2018, E-Government

  6. Land cadastre

    AM0040, 2018, E-Government

  7. Integrated social services

    AM0041, 2018, E-Government

  8. UNIFIED INFORMATION SYSTEM FOR MANAGEMENT OF EDUCATION

    AM0042, 2018, Capacity Building

  9. exploring medical assistance program

    AM0043, 2018, E-Government

  10. Platform for submitting petitions

    AM0044, 2018, E-Government

  11. public service dashboard

    AM0045, 2018, E-Government

  12. State Travel Transparency

    AM0027, 2016, E-Government

  13. Accountability for Grants of the Government

    AM0028, 2016, E-Government

  14. Transparency of the State Budget

    AM0029, 2016, Fiscal Transparency

  15. "Open Data" in Official Declaration:

    AM0030, 2016, Anti-Corruption Institutions

  16. Portal for Community Decisions.

    AM0031, 2016, Capacity Building

  17. Accountability Licensing

    AM0032, 2016, Capacity Building

  18. Accessibility of Integrated Social Services

    AM0033, 2016, E-Government

  19. "One-stop-shop" Pilot Project Within Military Registration Offices

    AM0034, 2016, Capacity Building

  20. Digitization and publication of data in the “Republican Geological Fund” SNCO

    AM0016, 2014, Extractive Industries

  21. Ensuring transparency in mining

    AM0017, 2014, Extractive Industries

  22. Ensuring public awareness about health care financing

    AM0018, 2014, E-Government

  23. Ensuring transparency of asset and income declarations of the RA high-ranking officials

    AM0019, 2014, Asset Disclosure

  24. Online broadcasting of the State Procurement Appeals Board sessions

    AM0020, 2014, E-Government

  25. Community microsurvey introduction in 10 communities

    AM0021, 2014, E-Government

  26. Ensuring open, transparent, participatory and accountable process of state policies and legislative reforms

    AM0022, 2014, E-Government

  27. Public awareness on the lawmaking activity of state governance bodies

    AM0023, 2014, E-Government

  28. Ensuring transparency of the election of Governing Boards of the RA general secondary education institutions and of the annual budget planning and expenses of RA general secondary education institutions

    AM0024, 2014, Education

  29. Knowledge and capacity building of public servants in the freedom of information and anticorruption field

    AM0025, 2014, Capacity Building

  30. Ensuring transparency of local self government bodies of large communities

    AM0026, 2014, E-Government

  31. Reviewing the regulatory normative legal acts (Regulatory Guillotine Project)

    AM0001, 2012, Legislation & Regulation

  32. Improving Internal Audit System for the Public Sector

    AM0002, 2012, Audits and Controls

  33. Improving Procurement Procedures

    AM0003, 2012, Capacity Building

  34. Improving budget planning and reporting systems through full utilization of program budgeting

    AM0004, 2012, Audits and Controls

  35. Promoting Transparency and Objectiveness in Tax Administration

    AM0005, 2012, Conflicts of Interest

  36. Fight Against Corruption

    AM0006, 2012, Anti-Corruption Institutions

  37. Introduction of a unified payment system (portal)

    AM0007, 2012, E-Government

  38. State car inspection improvements

    AM0008, 2012, Infrastructure & Transport

  39. Implementation of an electronic system for consular services

    AM0009, 2012, Citizenship and Immigration

  40. Implementation of Mail-Armenia system

    AM0010, 2012, Citizenship and Immigration

  41. Introduction of e-statistics system

    AM0011, 2012, E-Government

  42. Introduction of e-documentation sharing system in urban communities

    AM0012, 2012, E-Government

  43. Ensuring Transparency of Asset Declarations

    AM0013, 2012, Asset Disclosure

  44. Standardization of Offical Websites Content

    AM0014, 2012, E-Government

  45. Improvement of Knowledge and Skills of Public Servants on Access to Information

    AM0015, 2012, Capacity Building